1. SOW Out Of the Box Functionality
I have create one incident from SOW workspace.
1. Then go to compose and clicked on email
2.It draft the email and populates the TO and CC field on compose email.
3,Then updated and added some data on email.
4.Then clicked on send email.
5. Then i go to emails system log and checked that what uses are displaying in recipient's.
6. It was showing all the members which are added in cc and to
Note: I have checked the email client template. But for incident there no any configuration to populate the CC field and TO field.
2. CSM Out Of the box functionality
Followed the same process for the case in CSM workspace.
But TO field and watch list members in cc fields are not displaying.
Quetions:
How i can fix this ?
When i click on compose email in CSM workspace what changes are needs to be to populate TO and CC field?
Requirement:
When i click on compose email in SOW workspace it populate TO and CC field on email.
So the same functionality i wanted to implement on CSM workspace. In TO field i wanted to populate assigned to and in CC field watchlist members.
Is it happening on all case records or only few?
How are you testing it?
It worked for me when I used the Compose Email
If my response helped please mark it correct and close the thread so that it benefits future readers.
Step 1: Email client template populating the TO Field user and CC field users
Step 2. Check once email triggered
It shows this mail is send to only person present in TO Field
I wanted this to be triggered for watch list members which is mentioned in cc field.
please add the Copied column in email logs table by personalizing the list and see if CC is added there
If yes then email will be sent to that person
If my response helped please mark it correct and close the thread so that it benefits future readers.
